2007 May Report of the Auditor General of Canada

Timeliness of service

7.28 The RCMP should ensure that the Forensic Laboratory Services' prioritization system and turnaround targets meet the operational needs of clients. Turnaround targets should be implemented before service requests increase, as they are expected to do once amendments to the Criminal Code and the DNA Identification Act come into force. The targets should be used to measure and report FLS performance. (7.20–7.27)

The RCMP agrees that response times must be reduced. As the report indicates, significant reductions have been achieved in all disciplines except Biology (DNA).

The RCMP agrees that client consultation is important in ensuring that response times meet client needs. The RCMP will continue to engage its clients to establish reasonable turnaround targets. These targets will form the basis of performance reporting.

The FLS acknowledges the significant additional demands on Biology services that the proposed changes to the Criminal Code and the DNA Identification Act will create. The FLS has identified its requirements to meet the proposed changes.

7.34 The RCMP should develop measures of service efficiency and effectiveness in consultation with clients. In addition to existing tools for measuring client satisfaction, it should use client surveys conducted by an independent, external organization. (7.29–7.33)

The RCMP agrees that measurement of efficiency and effectiveness, both internally and from client feedback, is important. The FLS currently uses a Quality of Service Questionnaire, which it encourages clients to complete. The RCMP agrees that use of an independent third party to develop and receive feedback may improve response rates and reduce the likelihood of bias. It will further explore this option.

7.43 The RCMP should develop mechanisms for identifying bottlenecks in the process and should determine the systems, procedures, and resources required to eliminate the backlog. (7.40–7.42)

The RCMP agrees that identifying bottlenecks in processes is important, and will undertake workflow analyses to determine further efficiencies.

7.50 The RCMP should conduct a review of the Forensic Laboratory Services to examine internal efficiencies, perform a cost/benefit analysis of various services, and examine the need for additional resources. (7.44–7.49)

As per recommendation 7.43, the RCMP agrees that there should be cost/benefits analyses for all services and will undertake a workflow analysis to determine if there are further operational efficiencies to be gained.

7.51 The RCMP should develop a capability for management of the Forensic Laboratory Services to analyze capacity and efficiency (including comparing performance with that of other forensic labs) in order to handle future demands. (7.44–7.49)

The RCMP agrees that benchmarking is an important tool to measure performance and analyze capacity to meet future demands. The FLS will strive to balance capacity with performance by developing individual and unit performance metrics, and ensure that they are measurable and reportable.

Quality of lab results

7.68 The RCMP should take measures to ensure identification of all quality issues. The RCMP should ensure that quality issues, once identified, are systematically tracked and resolved, and made available in a consolidated form, and that actions are communicated to senior management. (7.52–7.67)

The FLS agrees that it will put into place managerial mechanisms to ensure that quality issues are defined clearly, are recorded and tracked in a systematic manner in its Quality Management System, are available in a consolidated format, and that all actions are communicated to senior management.

7.73 The RCMP should develop standard procedures for project planning and implementation, including documentation of decisions and sign-off by senior management. (7.69–7.72)

In 2004, the FLS created the Project Management Office to ensure that PMBOK® (Project Management Institute) standard project management practices are applied to FLS projects.

The decision-making process for planning, implementation, and sign-off of projects will be subject to a more rigorous and detailed process.

Client consultation

7.79 The RCMP should establish a mechanism for consulting with clients so that they have an opportunity to influence lab services, priorities, and service standards. (7.74–7.78)

The RCMP agrees that client consultation is an important component in identifying FLS priorities and ensuring client service is aligned with needs. Client consultation groups have been established, and a more comprehensive consultative plan will be developed to enable clients to influence decision-making processes.

The FLS will undertake a more active communications approach with clients to enhance mutual understanding.

Performance reporting

7.87 The RCMP should ensure that parliamentarians receive the information needed to hold the government to account for the performance of all activities related to the Forensic Laboratory Services, including information on turnaround times and the extent to which performance targets are met. (7.84–7.86)

The RCMP agrees with government's commitment to transparency and accountability. It will explore mechanisms to report to Parliament more fully.